Comments On What To Do About Negative Internet Postings

December 1, 2012


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COMMENTS
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Ken,
                In regards to the negative online reviews being posted about our companies [the November 16, 2012 article].  I see a lot of people really missing the boat on monitoring and managing their online identities.  Like it or not one of the future currencies is reputation and that is being brought to the forefront with online reviews.  This is a new arena with its own set of rules and guidelines that I find interesting no one is bothering to learn.   Our company is taking this seriously and we believe will be able to leave our competitors behind because we have better reviews and a better online presence.   As the economy turns around and as people start to purchase more, they will turn to the internet and a 5 year old company with a great online presence will beat out a 100 year old well established company.

                While there is a lot to the online reputation I would like to share one tip in regards to the negative reviews that I am amazed very few people follow.  The defamation of character route is certainly one avenue, However most review sites (the good reputable one) allow business owners to respond.  I myself (as I do a lot with SEO and online presence) am often asked “what do you do with a negative review?”  My first response is to ask “What did you say in your reply to the review?”  AND no on I have ever asked has ever answered that they have responded to a negative review.  This is a great way to do a few things.  You give credence to a legitmate (if negative) review, But anyone reading it will see a Ranting customer with a positive and honest reply.  You can also use it as online advertising and post more info about your business.  Typically these reviews are left on some sites profile of our companies.  Th ese profiles are limited in descriptions (perhaps 250 words)  Now you can promote up to several paragraphs.  By giving this customer legitimacy you can, in the future, pull it from a negative review that is inaccurate hen you reply to that review.   We did this with our only 1 star review, merely legitimized the others and then mentioned not having any record of doing business with the person leaving the 1 star review. (which was a legitimate claim)

                Most people that read reviews will read one or two positive and then read the negatives to see what applies to them.  So REPLY to them, show a caring company.  Explain your side, and if it is a truly wronged customer then work with them and post that info online.  There is much more to an online presence and reputation, but this tip can be of great help.

Leo
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Hi Ken,

                Good job you are doing for our industry.

                Regarding damaging internet postings if you have a large customer base I believe  we all have been subjected to them and trust me when I say it is not pleasant and they will result in loss of business to your company.

    Most consumers today do their research before they make a final decision or selection of a service provider like the alarm company that they will use and the internet is the first place they go to. I’m sure that you and I do it, the search is fast and convenient and I know for a fact that negative posting on company I’m looking at have swayed me  to simply simply jump  to the next supplier because who has the time to research whether or not the accusations about that supplier are true

    My main question regarding these malicious and defaming  internet posting is what can we do when they are on a blog and  anonymous, the poster successfully ambushes our companies and our company’s reputation and hides.

    Ken do you have any suggestions as to what we can do to these offenders.

Thanks
Mike Roman

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RESPONSE
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    You can contact the web site host and try and get the offending remarks removed.  While all of these sites do have strong policies favoring freedom of expression they should not enable clearly offensive and defamatory remarks.  Proving that the statements reach that level may be your challenge, but something you should try.  You can also check the "rules and regs" for the hosting sites which might have procedures to follow

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